Examkin

Question

Difficulty: MediumCase Automation Rules (Assignment, Auto-Response, and Escalation)

A support administrator at a medical device manufacturing company needs to configure Salesforce Service Cloud to handle high-priority technical issues. When a high-priority case remains unresolved for more than two business hours, the system must automatically reassign the case ownership from the initial Tier 1 Queue to the Specialized Engineering Queue and notify the Support Director via email. Which Salesforce automation feature should the administrator configure to satisfy this operational requirement?

  1. Case Escalation Rules with an escalation action set to 2 hoursAnswer
  2. B
    Case Assignment Rules with a delayed criteria evaluation of 2 hours
  3. C
    Case Auto-Response Rules triggered after 2 business hours
  4. D
    Case Feed Tracking rules configured with time-dependent field updates

Answer

Configure Case Escalation Rules with an escalation action set for 2 hours.
Case Escalation Rules are specifically designed to reassign case ownership and send email notifications when a case reaches a designated age or remains unresolved past specified business hours threshold (such as 2 hours).

Step-by-Step Solution

1
Identify the business requirement
The requirement involves taking action (reassigning ownership to a queue and sending a notification) based on elapsed time (2 business hours) on an open case.
Actions triggered by elapsed time and business hours criteria fall under Service Level Agreement (SLA) escalation capabilities.
2
Evaluate Salesforce Case automation tools
Case Escalation Rules allow setting criteria based on age/elapsed time, applying business hours, reassigning ownership to queues or users, and sending notification emails.
Assignment rules handle initial routing upon case creation, auto-response rules send emails to customers upon creation, whereas escalation rules handle time-based SLA triggers.

Key Concept

Case Escalation Rules vs Case Assignment Rules
Rate this question

Topics

Case Automation Rules (Assignment, Auto-Response, and Escalation)

More questions from this topic